Strategic Enterprise Client Success Manager
2 weeks ago
Join our mission to enhance customer satisfaction and experience. Five9 is a premier provider of cloud-based contact center solutions, delivering innovative cloud technology to clients globally.
Our commitment to our core values fosters a collaborative culture that encourages innovation, growth, and shared success. We celebrate diversity and create an inclusive workplace where all employees can express their true selves.
Five9 is on the lookout for a dedicated and results-oriented Customer Success Manager to become a vital part of our energetic team. As an Enterprise Customer Success Manager, you will manage relationships with larger clients who often utilize a diverse range of our products and services. This role positions you as the primary relationship steward and strategic partner for our clients' businesses. In addition to ensuring customer retention, you will closely collaborate with both the Technical Account Manager and the Account Director to enhance the product offerings utilized by these clients. Frequently, the Enterprise CSM will engage cross-departmentally to maximize the effectiveness of their solutions.
Primary Responsibilities:
Customer-Centric Approach:
- Establish and nurture robust, enduring relationships with clients by acting as a trusted advisor for a designated client portfolio.
- Work with clients to define and monitor key performance indicators, ensuring alignment with their overarching business goals.
- Utilize insights from each client account to create and sustain tailored Success Plans.
- Deliver regular updates, reports, and periodic business reviews to clients and Five9 leadership regarding customer success metrics and engagement levels.
- Identify and mitigate any potential challenges or risks that could affect customer satisfaction or retention.
Strategic Insight:
- Comprehend client business objectives and challenges to align Five9 solutions that deliver success and value.
- Proactively recognize and resolve client issues or concerns, providing effective solutions.
- Employ data and analytics to monitor and assess customer success metrics and present business outcomes.
Collaborative Engagement:
- Partner closely with internal teams, including Professional Services, Product, and Support, to ensure client satisfaction and retention.
- Coordinate with Sales and Technical Account Managers to identify growth opportunities within the client base.
Essential Qualifications:
- Bachelor's degree in a relevant field or 8 years of equivalent professional experience.
- Demonstrated experience in customer success, account management, or a similar role.
- Exceptional communication and interpersonal skills.
- Strong analytical and problem-solving capabilities.
- Self-motivated and able to work independently.
- Proven ability to manage multiple projects simultaneously while maintaining attention to detail.
- Capability to thrive in a fast-paced and dynamic environment.
- Familiarity with contact center technologies and the SaaS industry is advantageous.
- Experience with CRM and customer success management software is preferred.
Work Environment: This position offers a fully remote option for candidates residing outside a specified radius of our office. For those within the specified radius, a hybrid model requiring in-office attendance on designated days will apply.
Five9 is dedicated to promoting diversity, equity, and inclusion and supports transparency in compensation throughout the recruitment process. Compensation packages are tailored to each candidate based on various factors, including skills, experience, certifications, and location. Specific details regarding compensation will be discussed during the hiring process.
Additionally, the total compensation package may include performance bonuses, stock options, and other incentive plans.
Our comprehensive benefits package includes:
- Health, dental, and vision insurance, effective from the first day of employment, with Five9 covering a significant portion of costs.
- Access to a mental health support platform offering personalized care and resources.
- An employee stock purchase plan.
- Generous paid time off, company holidays, volunteer hours, and parental leave.
All compensation and benefits are subject to the terms outlined in applicable plan documents and agreements.
Five9 is committed to building a diverse team that reflects a variety of backgrounds, perspectives, and skills. Our headquarters are located in the San Francisco Bay Area, with additional global offices.
For more information on our privacy policy, including our notice to California residents, please refer to our website.
Please note that Five9 will never request payment from applicants as a condition of employment.
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